Service Leader - Personal Lines

Relation Insurance Services•Modesto, CA

12d•$66,000 - $125,000

About The Position

The Personal Lines Service Leader oversees the department and serves as the direct liaison to the Personal Lines Leadership team. This role develops and trains Team Leads, Account Managers, and Client Service staff; addresses escalated client issues; and provides performance coaching. The leader supervises and mentors the department, supports team development and goal alignment, coordinates internal resources, and helps ensure service standards, timelines, and performance metrics are met. The position also supports carriers and underwriters, assists with complex client service needs and cross-sell opportunities, and recommends process improvements, including adoption of proprietary AI solutions and other innovative technology. The role requires a Personal Lines and/or Property and Casualty license from the state of domicile, maintained throughout employment. The disclosed salary range is $66,000 to $125,000, and the position may also be eligible for a discretionary annual incentive program.

Requirements

A Personal Lines and/or Property and Casualty license from the state of domicile is required and must be maintained.
At least 8 years of account management experience in the insurance industry, focused on personal lines coverage.
Demonstrated leadership and team management skills.
Strong analytical and mathematical skills.
Strong PowerPoint and presentation skills for in-person and teleconference or webinar sessions.
In-depth understanding of advanced personal lines coverage and the ability to advise clients on complex insurance needs.
Excellent written and verbal communication skills to maintain effective relationships with clients, coworkers, carriers, vendors, and others.
Proficiency in Microsoft Office, primarily Excel and Word; computer literacy and ability to learn new software applications.
Intermediate to advanced knowledge of insurance markets, products, services, insurance ratings, and underwriting procedures.
Valid driver's license, ability to travel to client sites, and a reliable source of transportation.

Nice To Haves

Insurance designations such as CISR, CIC, or CPCU.
Four-year degree.
Experience using EPIC and AMS360.

Responsibilities

Supervise the department and serve as a mentor and resource.
Lead team meetings and regular one-on-one meetings focused on development and goal alignment.
Meet regularly with Team Leaders to exchange feedback and necessary information.
Conduct annual performance reviews, set goals, and provide continuous feedback.
Participate in hiring and interviews and provide recommendations for new hires.
Coordinate internal resources, including training, broking, and risk control.
Train team members on duties, expectations, standards, and policies; audit and review these areas according to service standards and coordinate additional training as needed.
Partner with Service Team Leadership and Human Resources to address and resolve performance concerns.
Provide service team leadership with feedback about service structure to improve performance and productivity.
Review and approve time and attendance entries.
Serve as a secondary contact for carriers and underwriters, addressing coverage questions and providing guidance.
Occasionally assist with account maintenance and promptly resolve escalated client service issues.
Assist the team with cross-sell opportunities in support of client retention.
Ensure internal timelines and metrics are met.
Stay updated on industry information, products, legislation, coverage, and technology, and share relevant information with the department.
Recommend and implement process improvements.
Adopt innovative technology, including proprietary AI solutions, in the service process to deliver a strong client service experience.
Perform other projects, duties, and tasks as assigned.